There was this one customer complaint that goes something like this -
"Bought a *** mobile from Flipkart for Rs. 6000 - my first buy ever, online. It worked properly for about 60 days but suddenly on 2nd Jan I got a battery issue and the service center guy just kept it with himself, saying I will get the fone after 20 days. When I went to the service center after 20 days, they said they couldn't rectify the issue. The mobile was even in a broken condition (unlike what I had given them). When I said it was under warranty, and you should replace it, they simply ignored and said if you want your mobile back then take it as it is or else leave it here. I'm helpless now, as I don't want to undergo the hassle of going to the police or the court for this goon-ism. I'm not sure if I can even ask your help in this regard, as it is not your responsibility. It is currently out of stock on your website. I would just like to ask you sir if you can make it in-stock so that I will order it again, as it was a gift for my wife."
He wrote this mail to Sachin Bansal. After 3 days, we get another mail from him -
"Thanks a lot Flipkart. Never expected this to happen - such a quick turn-around! Not only did the service center guy call me up, he came home to replace my phone he also apologized for his behavior. Bravo Flipkart. A truly wonderful experience"
Apparently acting on his mail, Sachin had asked the business teams to escalate the issue to the CEO of the brand on priority, who then got back at the employee at the service center. All this within a short span of 3 days.
When the CEO of a company goes on to escalate an issue to the CEO of another company based on a simple customer complaint, we can safely assume the company is driven by "Customer Obsession". This is something that everyone keeps in mind while working at Flipkart - Customer Satisfaction. The most essential part of any business. You cannot hope to grow if you do not care about your end users.
"Don't count your customers, before they smile"
- Yash Bhargava
"Bought a *** mobile from Flipkart for Rs. 6000 - my first buy ever, online. It worked properly for about 60 days but suddenly on 2nd Jan I got a battery issue and the service center guy just kept it with himself, saying I will get the fone after 20 days. When I went to the service center after 20 days, they said they couldn't rectify the issue. The mobile was even in a broken condition (unlike what I had given them). When I said it was under warranty, and you should replace it, they simply ignored and said if you want your mobile back then take it as it is or else leave it here. I'm helpless now, as I don't want to undergo the hassle of going to the police or the court for this goon-ism. I'm not sure if I can even ask your help in this regard, as it is not your responsibility. It is currently out of stock on your website. I would just like to ask you sir if you can make it in-stock so that I will order it again, as it was a gift for my wife."
He wrote this mail to Sachin Bansal. After 3 days, we get another mail from him -
"Thanks a lot Flipkart. Never expected this to happen - such a quick turn-around! Not only did the service center guy call me up, he came home to replace my phone he also apologized for his behavior. Bravo Flipkart. A truly wonderful experience"
Apparently acting on his mail, Sachin had asked the business teams to escalate the issue to the CEO of the brand on priority, who then got back at the employee at the service center. All this within a short span of 3 days.
When the CEO of a company goes on to escalate an issue to the CEO of another company based on a simple customer complaint, we can safely assume the company is driven by "Customer Obsession". This is something that everyone keeps in mind while working at Flipkart - Customer Satisfaction. The most essential part of any business. You cannot hope to grow if you do not care about your end users.
"Don't count your customers, before they smile"
- Yash Bhargava